Technical Support Lead

Technical Support Lead

04 Apr 2022
Wyoming, Sheridan, 82801 Sheridan USA

Technical Support Lead

The Technical Support Lead provides effective and timely technical support directly to Customers, Sales Team, Service Technicians, Distributors, and End-Users. This position will collaborate with external and internal members of the organization to develop and implement product support strategies. This position will also provide telephone support to customers and end-users, resolve customer issues, and support connection or account issues.


Job Duties:

  • Troubleshoot customer issues using a consistent, logical, and methodical approach.
  • Ask appropriate questions to gather information, evaluate, and analyze symptoms/data to determine root cause of customer concern.
  • Collaborate with engineering, manufacturing, and sales to develop customer focused solutions.
  • Deliver service and support to customers and technicians by phone, email, in-person, or via remote connectivity.
  • Identify and escalate priority issues and redirect unresolved concerns to an appropriate resource.
  • Accurately process and document customer interactions using designated tracking software.
  • Monitor and resolve recurring, more complex, problems to ensure ongoing customer satisfaction.
  • Provide training and documentation to customers and service technicians on the installation, use, and maintenance of products/systems.
  • Stay current with all products and acquire knowledge/training of new products/systems, as developed.
  • Represent the company and collect customer feedback to facilitate continuous improvement opportunities.
  • Research, evaluate, and recommend new products or equipment upgrades that will meet customer needs.
  • Comply with all applicable OSHA, EPA, local regulatory laws, and company safety policies.
  • Management retains the discretion to add or change the duties of this position at any time.

Qualifications:

  • Mechanical/Assembly Experience
  • Experience in Electrical Controls; 3 phase electrical controls, preferred
  • Experience in Sales, Marketing, or other customer service support
  • Prior experience with an ERP system, preferred
  • Prior experience with collaboration platforms such as Slab, preferred
  • Experience in vacuum system manufacturing and/or service, preferred
  • Proficient with MS Software (Office, Excel)
  • Ability to multi-task and stay organized during busy support times
  • Strong attention to detail and able to document information in clear, concise manner

Grow your career supported by an energized and passionate team, professional development, training, flexibility and opportunities for advancement. We offer competitive wages and benefits including comprehensive health, dental and vision coverage, matching 401(k), paid time off and more.

Vacutech is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.

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